Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/25/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company switches me to there service ever 3 days for the last 3 months. I have called them every week and asked them to permanently remove my account but within 1 day they switch my account to them without my permission or consent.. all I want is to be able to keep service that I have with another company.. please please all I ask is they no long make me have there services which I have asked multiple times for them to stop and remove my account from tem permanently. Thank you ***********************

  Business Response

  Date: 10/25/2023

  Hello,

  We appreciate you bringing this matter to our attention. After a thorough examination of the customer's account, we found no indication that they desired to leave our system. There was no record of any calls or email exchanges with this customer expressing such intent. Given their preference not to be transferred back to us, we have permanently deactivated their account, and it will remain inactive.
  
  It's important to clarify that the screenshots provided by the customer belong to a different carrier, Excess Telecom, not Unity Wireless. We are uncertain if their complaint was intended for them or us. Regardless, we have deactivated their account. Should they decide to return to Unity Wireless in the future, they can reach out to us, and we will assist them with the transfer process.

  Customer Answer

  Date: 10/25/2023

  This is where unity wireless has transfer my service from excess telecom. At least twice in the last week. I would really like it to stop that. Because they don't send me a notification saying they switch my service.  But excess telecom has told me that it is you guys that are switching it. Thank you ***********************

  Customer Answer

  Date: 10/25/2023

   
  Complaint: 20779797
  
  I am rejecting this response because:This is where unity wireless has transfer my service from excess telecom. At least twice in the last week. I would really like it to stop that. Because they don't send me a notification saying they switch my service.  But excess telecom has told me that it is you guys that are switching it. Thank you ***********************
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 10/25/2023

  Hello,

  We apologize for any inconvenience that was caused. As mentioned earlier, we have terminanted your Unity Wireless account, and your service with ** has been withdrawn.

• Initial Complaint

  Date:10/08/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I applied for this service originally to recieve a I phone with the sim an plan. Now I applied and I believe it said after I applied chance to win I phone. I feel I was lied to by a free I phone advertisement when applying a i phone was originally suppose to come with the sim. If I am not gonna receive a I phone or any type of phone with the sim may i get help to cancel my order or resolve by sending phone with sim

  Business Response

  Date: 10/10/2023

  Hello,

  We apologize for any confusion that *** have arisen. When applying for our services, eligible customers have the opportunity to purchase a tablet for a one-time fee of $15. Upon reviewing your account, it was determined that you did not meet the criteria for this offer. That is why your aplication is a " sim only " order. Please note that our service plans do not include free phones; however, we do offer the option to purchase one if desired. Additionally, Unity Wireless is currently hosting an iPhone giveaway, and all new customers receive this email for a chance to enter if they wish.

  Business Response

  Date: 10/10/2023

  Hello,

  We apologize for any confusion that *** have arisen. When applying for our services, eligible customers have the opportunity to purchase a tablet for a one-time fee of $15. Upon reviewing your account, it was determined that you did not meet the criteria for this offer. That is why your aplication is a " sim only " order. Please note that our service plans do not include free phones; however, we do offer the option to purchase one if desired. Additionally, Unity Wireless is currently hosting an iPhone giveaway, and all new customers receive this email for a chance to enter if they wish.

• Initial Complaint

  Date:09/14/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had someone apply for service in my name through your company. And it took my AC P discount away from my spectrum bill. I would like to get a benefit transfer back to ACP if possible. You can reach me at phone number ************ or @email dsisk

  Business Response

  Date: 09/15/2023

  We sincerely apologize for the challenges you are currently experiencing. Following a thorough investigation into the matter, we regret to inform you that we have been unable to locate an account associated with your name or the email address you have provided.
  
  Considering your assertion that someone else may have applied for benefits using your credentials, we kindly request any available information regarding the name and email address utilized by the individual in question. Additionally, if you possess a National Verifier ID number, its provision would greatly assist us in expediting a resolution to this issue.
  
  To further facilitate our investigation, we inquire about your certainty that the application pertains to our company, Unity Wireless, as opposed to another entity. Any clues or evidence confirming its origin with us would be invaluable in this regard.
  
  Rest assured, we are committed to resolving this matter promptly and ensuring that your concerns are addressed comprehensively. Your cooperation in providing the requested information will greatly assist us in achieving a timely resolution.

• Initial Complaint

  Date:09/09/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On or about aug 30th, I applied for ACP benefits with unity wireless. Although I did apply with them in the past. I didn't receive either a tablet and/or a sim card. This time they allowed me only sim card. When I emailed and got in touch with the company, they told me that the reason why I can only get the sim is because I already received the tablet in the past and that it's only a first time option. Now I wouldn't waste time coming on here just over some hurt feelings. The simple fact that they lied in order to decline my request of a tablet should say more about their true morels then anything.

  Business Response

  Date: 09/11/2023

  Hello,
  
  Thank you for bringing this matter to our attention. We would like to address this customer's complaint comprehensively.

  
  We represent a telecommunications company actively engaged in the Affordable Connectivity Program (ACP), a government-funded initiative.To be eligible for this program, customers must be enrolled in various government assistance programs such as SNAP, ********* Social Security, VA,among others. Upon confirming their participation in any of these programs,customers are required to complete an application that involves sharing sensitive information, including their date of birth, social security number,and more. Subsequently, the application undergoes processing through the National Verifier database system to determine the customer's eligibility for ACP service.
  Once approved, customers are presented with several options.They can receive a free SIM card with service, purchase a connected tablet for $10.01 (provided they qualify for the discounted rate), or select from our range of listed phones It is important to note that if a customer does not meet the eligibility criteria for the $10.01 tablet, they may still purchase the tablet at its full retail price of $125. If a customer opts not to choose the tablet, they can still receive a free SIM card that includes free monthly data,SMS, and minutes. In the case of this particular customer, they did not qualify for a tablet subsidy but were eligible for free monthly service. Please refer to the attached screenshot of the customer's account, clearly indicating their ineligibility for a tablet subsidy. It is worth mentioning that if a customer qualifies for free service but not a tablet, it suggests they have already claimed a tablet with another provider. We have not decided if customers can get a one time tablet or not its the Government who lets us know if they qualify and based on that we proceed.

  Lastly, the customer claims to have applied with us in the past but we only see one record of this customer and not two.

  We hope this clarifies the situation and addresses the customersconcerns adequately. If you require any further information or assistance,please do not hesitate to contact us.

  Business Response

  Date: 09/12/2023

  We represent a telecommunications company actively engaged in the Affordable Connectivity Program (ACP), a government-funded initiative. To be eligible for this program, customers must be enrolled in various government assistance programs such as SNAP, ********* Social Security, VA, among others. Upon confirming their participation in any of these programs, customers are required to complete an application that involves sharing sensitive information, including their date of birth, social security number, and more. Subsequently, the application undergoes processing through the National Verifier database system to determine the customer's eligibility for ACP service.
  Once approved, customers are presented with several options. They can receive a free SIM card with service, purchase a connected tablet for $10.01 (provided they qualify for the discounted rate), or select from our range of listed phones It is important to note that if a customer does not meet the eligibility criteria for the $10.01 tablet, they may still purchase the tablet at its full retail price of $125. If a customer opts not to choose the tablet, they can still receive a free SIM card that includes free monthly data, SMS, and minutes. In the case of this particular customer, they did not qualify for a tablet subsidy but were eligible for free monthly service. Please refer to the attached screenshot of the customer's account, clearly indicating their ineligibility for a tablet subsidy. It is worth mentioning that if a customer qualifies for free service but not a tablet, it suggests they have already claimed a tablet with another provider. We have not decided if customers can get a one time tablet or not its the Government who lets us know if they qualify and based on that we proceed.

  Lastly, the customer claims to have applied with us in the past but we only see one record of this customer and not two.

  We hope this clarifies the situation and addresses the customers concerns adequately. If you require any further information or assistance, please do not hesitate to contact us.

  Customer Answer

  Date: 09/13/2023

   
  Complaint: 20580259
  
  I am rejecting this response because: Although I don't agree with the response, I wish not to pursue any outcome with unity wireless. They have clearly indicated that i should not be eligible for one of there tablets. But that i find it offensive as well as hurtful that they simply pick and choose who gets a tablet and who gets only a sim. It is for that reason that i do not want to have any affiliation with unity wireless. Thank you for your time.
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 09/14/2023

  Hello *******,
  We understand your frustration, and we want to clarify that we do not have control over the eligibility criteria for receiving a tablet. Eligibility is determined solely by the National Verifier. The tablet subsidy is a one-time opportunity, meaning it can only be availed once. The retail price of the tablet is $125, but if you are eligible, you are required to make a one-time co-payment of $10-$15, and the government will reimburse the company for the remaining cost of the tablet, up to $100. To ensure fairness and to conserve government resources, tablet eligibility is limited to one per household.

  
  Upon reviewing your records, the National Verifier indicates that you have already received a tablet through another provider. To address your concerns and provide a solution that *** be satisfactory to you, we are prepared to offer a one-time discount of $50 instead of the full $125 tablet cost. If you would like to proceed with this offer, please reply to this message, and we will promptly send you an invoice for payment. Once we receive your payment, we will ship your new tablet with a pre-inserted SIM card for your convenience.

  
  For your reference, your enrollment ID with ******************** is WUT8618945.
  We appreciate your understanding and value your business. If you have any further questions or require assistance, please do not hesitate to reach out to us.

• Initial Complaint

  Date:09/09/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They never sent me free cellphone at all.Only sent me a SIM card today.

  Business Response

  Date: 09/11/2023

  Hello,
  
  Thank you for bringing this matter to our attention. We would like to address this customer's complaint comprehensively.

  
  We represent a telecommunications company actively engaged in the Affordable Connectivity Program (ACP), a government-funded initiative.To be eligible for this program, customers must be enrolled in various government assistance programs such as SNAP, ********* Social Security, VA,among others. Upon confirming their participation in any of these programs,customers are required to complete an application that involves sharing sensitive information, including their date of birth, social security number,and more. Subsequently, the application undergoes processing through the National Verifier database system to determine the customer's eligibility for ACP service.
  Once approved, customers are presented with several options.They can receive a free SIM card with service, purchase a connected tablet for $10.01 (provided they qualify for the discounted rate), or select from our range of listed phones It is important to note that if a customer does not meet the eligibility criteria for the $10.01 tablet, they may still purchase the tablet at its full retail price of $125. If a customer opts not to choose the tablet, they can still receive a free SIM card that includes free monthly data,SMS, and minutes. In the case of this particular customer, they did not qualify for a tablet subsidy but were eligible for free monthly service. Please refer to the attached screenshot of the customer's account, clearly indicating their ineligibility for a tablet subsidy. It is worth mentioning that if a customer qualifies for free service but not a tablet, it suggests they have already claimed a tablet with another provider.
  The customer claims that we did not provide a cellphone and this is true we do not provide a cellphone for free. If customer does not qualify for a tablet they can either get a sim to use on an existing phone or they can purchase a phone from our website which is already discounted.

  
  We hope this clarifies the situation and addresses the customersconcerns adequately. If you require any further information or assistance,please do not hesitate to contact us.

  Business Response

  Date: 09/12/2023

  
  We represent a telecommunications company actively engaged in the Affordable Connectivity Program (ACP), a government-funded initiative. To be eligible for this program, customers must be enrolled in various government assistance programs such as SNAP, ********* Social Security, VA, among others. Upon confirming their participation in any of these programs, customers are required to complete an application that involves sharing sensitive information, including their date of birth, social security number, and more. Subsequently, the application undergoes processing through the National Verifier database system to determine the customer's eligibility for ACP service.
  Once approved, customers are presented with several options. They can receive a free SIM card with service, purchase a connected tablet for $10.01 (provided they qualify for the discounted rate), or select from our range of listed phones It is important to note that if a customer does not meet the eligibility criteria for the $10.01 tablet, they may still purchase the tablet at its full retail price of $125. If a customer opts not to choose the tablet, they can still receive a free SIM card that includes free monthly data, SMS, and minutes. In the case of this particular customer, they did not qualify for a tablet subsidy but were eligible for free monthly service. Please refer to the attached screenshot of the customer's account, clearly indicating their ineligibility for a tablet subsidy. It is worth mentioning that if a customer qualifies for free service but not a tablet, it suggests they have already claimed a tablet with another provider.
  The customer claims that we did not provide a cellphone and this is true we do not provide a cellphone for free. If customer does not qualify for a tablet they can either get a sim to use on an existing phone or they can purchase a phone from our website which is already discounted.

  
  We hope this clarifies the situation and addresses the customers concerns adequately. If you require any further information or assistance, please do not hesitate to contact us.

• Initial Complaint

  Date:09/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was using Qlinkwireless as my government issued Cell Phone Provider under the *** Program. I signed up to use UnityWireless, as my new cellphone provider as they indicated a better Data Package and a free tablet (if i qualified) that could be used with my *** ******************************* said unlimited During Sign-Up Process. Turns out it is only 1GB.- They Indicated they would be providing a Free Tablet During Whole Process until after completion they indicated no tablet would be sent, and just a sim card.-Sim card has never arrived. And old service is now disconnected. No tracking or anything From unity wireless.I suspect abuse of a government program. They are charging the government for my phone service, when I have not been given any reasonable access to service.

  Business Response

  Date: 09/11/2023

  Hello,
  
  Thank you for bringing this matter to our attention. We would like to address this customer's complaint comprehensively.

  
  We represent a telecommunications company actively engaged in the Affordable Connectivity Program (ACP), a government-funded initiative.To be eligible for this program, customers must be enrolled in various government assistance programs such as SNAP, ********* Social Security, VA,among others. Upon confirming their participation in any of these programs,customers are required to complete an application that involves sharing sensitive information, including their date of birth, social security number,and more. Subsequently, the application undergoes processing through the National Verifier database system to determine the customer's eligibility for ACP service.
  Once approved, customers are presented with several options.They can receive a free SIM card with service, purchase a connected tablet for $10.01 (provided they qualify for the discounted rate), or select from our range of listed phones It is important to note that if a customer does not meet the eligibility criteria for the $10.01 tablet, they may still purchase the tablet at its full retail price of $125. If a customer opts not to choose the tablet, they can still receive a free SIM card that includes free monthly data,SMS, and minutes. In the case of this particular customer, they did not qualify for a tablet subsidy but were eligible for free monthly service. Please refer to the attached screenshot of the customer's account, clearly indicating their ineligibility for a tablet subsidy. It is worth mentioning that if a customer qualifies for free service but not a tablet, it suggests they have already claimed a tablet with another provider.
  The customer also alleged that we only provided them with 1 GB of data. However, the customer activated their free service with us on 8/28/23 and transferred out from our company on 9/8/2023, spending a total of 11 days with us without utilizing the shipped and delivered SIM card.Therefore, it is perplexing how the customer could ascertain that they were only provided with 1GB when they never used the service itself. Please refer to the attached screenshot, which provides evidence that the customer did not utilize the service during their tenure with us.
  The customer claims that we advertise a free tablet, which is not accurate. Our advertising clearly states ********************* plus a free tablet if they qualify." This information is prominently displayed on our website and in our advertisements.

  
  Lastly, Customer sim was shipped to the address on file and if they have not received the sim they could have reported this to us. We provide many ways for the customer to reach us such as email, social, calling customer service. We have no record of this customer reaching out to us.

  We hope this clarifies the situation and addresses the customersconcerns adequately. If you require any further information or assistance,please do not hesitate to contact us.

  Business Response

  Date: 09/11/2023

  Hello,
  
  Thank you for bringing this matter to our attention. We would like to address this customer's complaint comprehensively.

  
  We represent a telecommunications company actively engaged in the Affordable Connectivity Program (ACP), a government-funded initiative.To be eligible for this program, customers must be enrolled in various government assistance programs such as SNAP, ********* Social Security, VA,among others. Upon confirming their participation in any of these programs,customers are required to complete an application that involves sharing sensitive information, including their date of birth, social security number,and more. Subsequently, the application undergoes processing through the National Verifier database system to determine the customer's eligibility for ACP service.
  Once approved, customers are presented with several options.They can receive a free SIM card with service, purchase a connected tablet for $10.01 (provided they qualify for the discounted rate), or select from our range of listed phones It is important to note that if a customer does not meet the eligibility criteria for the $10.01 tablet, they may still purchase the tablet at its full retail price of $125. If a customer opts not to choose the tablet, they can still receive a free SIM card that includes free monthly data,SMS, and minutes. In the case of this particular customer, they did not qualify for a tablet subsidy but were eligible for free monthly service. Please refer to the attached screenshot of the customer's account, clearly indicating their ineligibility for a tablet subsidy. It is worth mentioning that if a customer qualifies for free service but not a tablet, it suggests they have already claimed a tablet with another provider.
  The customer also alleged that we only provided them with 1 GB of data. However, the customer activated their free service with us on 8/28/23 and transferred out from our company on 9/8/2023, spending a total of 11 days with us without utilizing the shipped and delivered SIM card.Therefore, it is perplexing how the customer could ascertain that they were only provided with 1GB when they never used the service itself. Please refer to the attached screenshot, which provides evidence that the customer did not utilize the service during their tenure with us.

  
  The customer claims that we advertise a free tablet, which is not accurate. Our advertising clearly states ********************* plus a free tablet if they qualify." This information is prominently displayed on our website and in our advertisements.
  Lastly, Customer sim was shipped to the address on file and if they have not received the sim they could have reported this to us. We provide many ways for the customer to reach us such as email, social, calling customer service. We have no record of this customer reaching out to us.

  
  We hope this clarifies the situation and addresses the customersconcerns adequately. If you require any further information or assistance,please do not hesitate to contact us.

• Initial Complaint

  Date:08/08/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I transferred my cell phone no. ************ to Unity Wireless on 7/25/23. They sent me a new *** card on 7/29/23. But after I inserted the *** card that was already activated by Unity Wireless, I couldnt call out to anyone at all. Therefore I asked them why I cant use my phone no, they just informed me that this phone have been de-enrolled from the Unity Wireless without informing me more the reason. Then, I requested to get my phone number back by transferring out to other phone service provider, they replied me that my account is already inactive without informing more details again. Ive been using this phone no. for long ******** have contacted with many people. So I cant loose this phone no. Thank you.

  Business Response

  Date: 08/08/2023

  Hello,
  
  Thank you for bringing this matter to our attention. Upon further investigation, it appears that the customer initiated their service with us on April 19, 2023, and has been utilizing our services since then (please refer to the customer account for the activation date and proof of usage). On July 25, the customer opted to transfer a previously held number from another provider, which was successfully ported to Unity Wireless (please review customer notes for verification). However, on July 29, the customer intentionally or unintentionally transferred their service from Unity to a different provider (please consult customer notes), triggering an automated email notifying them of their transfer and de-enrollment and account inactive.
  
  The customer did reach out to us, about their service not working.However, it appears that the issue is related to the National Verifier, which is asserting that another party is utilizing this benefit. This situation raises the possibility of identity fraud if the customer did not transfer themselves.In our attempts to resolve this, we have emailed the customer to provide us with a contact phone number and preferred call times for a direct conversation to facilitate a resolution, as opposed to relying solely on email communication.
  
  Furthermore, the customer has expressed interest in porting their number from Unity to yet another provider. They can seamlessly achieve this by furnishing the new company with the relevant phone number for the port-out process. If you manage to establish contact with the customer, kindly advise them to call ************, allowing us to collaboratively address and resolve this issue comprehensively.

• Initial Complaint

  Date:08/04/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Signed up for a tablet, but when I found out it was for the acp credit that it would take the place of I canceled the order and asked them to port my credit back to my original company and refund me what I paid, all through text chat because you can't get a live person on the phone, it ask you to file an inquiry. So canceled the service on 08/02/2023, then the next day got a confirmation email from them stating that they processed the order and shipped our the device.Called the delivery company to cancel and they said that Unity has to cancel, so I emailed Unity on 08/03/2023 to call the shipping company to cancel order since I canceled with them the day prior, and have not received a response or a refund.

  Business Response

  Date: 08/04/2023

  Thank you for your message. We appreciate your feedback and concern regarding the *** application process. We apologize for any inconvenience caused during our attempts to reach out to you.
  
  After carefully reviewing the situation, we made several attempts to contact the customer to explain the necessary steps for the *** application. We left a detailed voicemail explaining the options below.
  
  We want to clarify that the *** program is well-documented on our website, providing ample information about its benefits. When a customer applies and is approved for the program, they are required to pay a one-time tablet ***pay of $15. Once approved, our automated system initiates the shipment of the device, and unfortunately, we cannot stop the delivery process at that point.
  
  Upon receiving the package, customers have two options:
  
  If you wish not to participate in the *** program, please decline the package when ***** attempts delivery. If the package returns to us, we will promptly refund the $15 tablet ***pay.
  
  Alternatively, you can choose to keep the tablet, which has a retail value of $125. There will be no penalties or recurring charges associated with this option.
  
  It's essential to understand that having *** benefits with us is not a requirement for using the tablet. The tablet's discounted price of $15 is exclusively available to qualified applicants as a one-time payment only.

  Regarding your service cancellation, we have processed your request as per your request. However, please note that we cannot directly transfer your *** benefits back to your previous company. Should you wish to reinstate your benefits with them, you will need to re-apply with the original company.
  
  Once again, we apologize for any confusion or inconvenience you may have experienced. If you have any further questions or concerns, please don't hesitate to contact our customer support team. We are here to assist you throughout the process.
  
  Thank you for your understanding and cooperation.
  
  

  
  

  Customer Answer

  Date: 08/04/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/03/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for the AFFORDABLE CONNECTIVITY PROGRAM which allows people with low income to get free tablet or phone and service. But I paid 15$ for it and still they sent it to my old address after my address was in the system and then put back and for second time. I still have no *********** like what a purchased

  Business Response

  Date: 08/04/2023

  
  Hello,
  
  Thank you for bringing this matter to our attention. We have carefully reviewed the situation with the customer in question, and we understand your concern.
  
  According to our records, when the customer applied online, they provided the address "**********************," which matches the information on the *** application. Based on this provided address, we promptly shipped the item to the customer (proof of shipment is available). This is the same address that was also provided by the BBB. 
  
  However, the customer later reached out via email, stating that we sent the item to the wrong address and claimed that it was an old address. Surprisingly, the address they provided in the email is identical to the one we originally shipped the item to. We can confirm that we never had any previous address on file for this customer.
  
  Furthermore, we have solid evidence that the tablet was delivered successfully to the address "**********************" (proof of delivery is attached). It seems that the tablet was received at the correct destination.
  
  We have made multiple attempts to contact the customer to address the issue, but unfortunately, she has not responded to any of our outreach efforts. We are actively trying to communicate and resolve this matter to ensure customer satisfaction.
  
  Rest assured, we have diligently fulfilled our part of the transaction and delivered the product to the correct address based on the information provided during the application process.
  
  Thank you for your understanding as we work to resolve this issue promptly.

• Initial Complaint

  Date:07/27/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a tablet and it does not work properly. I cannot make phone calls and it keeps crashing and freezing up. I sent emails to customer support and have not received any help. If I don't make at least one call a month I loose my benefit and will be penalized for non compliance. Please help in this matter. I am disabled and feel that they took advantage of me

  Business Response

  Date: 07/28/2023

  Thank you for bringing this matter to our attention. We have made several attempts to reach out to the customer, ******, via phone to address his concerns. Unfortunately, we were unable to establish contact with him. However, we have noticed that he is more responsive to emails, so we have sent him a detailed email addressing all the issues he raised (please find the attached email).
  
  In the email, we explained to ****** that making calls directly from the tablet is against the regulations set by the **** To enable him to make and receive calls using the tablet, we advised him to download a third-party app, which would facilitate the calling functionality.
  
  Furthermore, we addressed ******'s concern about potentially losing his benefits. We clarified that as long as he continues to use the service, including data usage, he will retain his benefits. We even provided evidence of his data usage (please see the attached proof of usage).
  
  Lastly, we reassured ****** that if he continues to experience any issues, he can always reach out to us, and we would be more than happy to replace the tablet for him at no charge.
  
  We remain committed to resolving any issues our customers face, and ******'s satisfaction is of utmost importance to us. If there are any further inquiries or concerns, please let us know. We value ****** as our customer and will do everything we can to ensure he has a positive experience with our service.